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HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
Operating
Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
HCL Commerce Accelerator
Use the HCL Commerce Accelerator to maintain online stores.
Order management
A typical order includes one or more products, billing and shipping addresses, payment details, and the total cost (including shipping charges and taxes, as applicable). Comments or price adjustments can also be included in an order.
Changing orders
Use HCL Commerce Accelerator to change order details such as the quantity of products, or the total price.

Documentation
HCL Commerce is a high-availability, highly scalable and customizable e-commerce platform. Able to support hundreds of thousands of transactions per day, HCL Commerce allows you to do business with consumers (B2C) or directly with businesses (B2B). HCL Commerce uses cloud friendly technology to make deployment and operation both easy and efficient. It provides easy-to-use tools for business users to centrally manage a cross-channel strategy. Business users can create and manage precision marketing campaigns, promotions, catalog, and merchandising across all sales channels. Business users can also use AI enabled content management capabilities.
- Getting started
  HCL Commerce has different advantages for business users, administrators and developers. HCL Commerce targets each of these roles with a tailored set of offerings so that each of your users can get maximum benefit.
- Installing and deploying
  Learn how to install and deploy HCL Commerce development environments and HCL Commerce production environments.
- Migrating
  Before you migrate to HCL Commerce Version 9.1, review this information to help plan and execute your migration.
- Operating
  Topics in the Operating category highlight tasks that are typically performed by business users, customer support representatives, to complete their day-to-day tasks in the operation of the HCL Commerce site.
  - Management Center for HCL Commerce
    The Management Center for HCL Commerce, is a suite of tools to support store management, merchandising, and marketing tasks for business users (Sellers, Marketing Managers, Product Managers, Catalog Managers, Buyer Administrator, Customer Service Supervisor and others).
  - HCL Commerce Accelerator
    Use the HCL Commerce Accelerator to maintain online stores.
    - HCL Commerce Accelerator user interface
      The HCL Commerce Accelerator interface consists of several notebooks, wizards, dialogs, and lists to help you complete your tasks.
    - Opening HCL Commerce Accelerator
      Use HCL Commerce Accelerator to maintain online stores by completing various store operations such as creating and maintaining orders and tracking store activities.
    - Changing an HCL Commerce password
      If you have the appropriate authority, you can change the HCL Commerce logon password for an HCL Commerce user or for yourself from any of these tools.
    - Managing the store
      The Seller sets up store-level functions within the site. The Seller can access all menu items under the Store menu.
    - Order management
      A typical order includes one or more products, billing and shipping addresses, payment details, and the total cost (including shipping charges and taxes, as applicable). Comments or price adjustments can also be included in an order.
      - Order processing
        Order processing refers to managing the order after it is captured and until it is fulfilled. A store can be implemented with or without Available-to-Promise (ATP) inventory capabilities.
      - Order and order item states
        An order passes various states (sometimes referred to as status) from the time it is created until it is closed or canceled. The state of order items within an order might not match the order states. For example, a single order might contain order items in state C and other order items in state R.
      - Order flow process
        The order flow process varies depending on the business model and payment processing system.
      - Creating an order
        Use the Order Management tools to create an order, create a billing address, or create a shipping address.
      - Finding an order
        Use the HCL Commerce Accelerator to find customer orders.
      - Changing orders
        Use HCL Commerce Accelerator to change order details such as the quantity of products, or the total price.
        Changing the quantity of products in an order
        Use the HCL Commerce Accelerator to change the quantity of products in an order (for example, if a customer requests a purchase of two books, instead of one). Changing the quantity can affect discounts (such as promotions) and might require payment to be authorized again. Changing the quantity could also change the order amount, which in turn leads to changes to the payment method.
        Changing the purchase order number for an order in a B2B store
        Use HCL Commerce Accelerator to change the purchase order number for an order in a B2B Store.
        Adding a product to an order
        Use HCL Commerce Accelerator to add a product to an existing order that is not shipped.
        Removing a product from an order
        Use the HCL Commerce Accelerator to remove a product from an existing order that is not shipped. Removing a product from an order can affect discounts (such as promotions) and might require payment to be authorized again.
        Selecting another shipping address for an order
        If the customer did not specify a shipping address or method when the order was created, but wants to specify an address now, follow these steps. For example, software that is downloaded from the Internet does not require a shipping address; however, if the customer requests a CD-ROM instead, then a shipping address is required. Depending on the terms stipulated in the customer's contract, you might not have the authority to changer or create a new shipping address for the order. If so, then the information that is presented is read-only.
        Selecting another shipping method for an order
        If the customer did not specify a shipping address or method when the order was created, but wants to specify a method now, follow the following steps. For example, software that is downloaded from the Internet does not require a shipping method. However, if the customer requests that a CD-ROM instead, then a shipping method is required. You can select a different shipping method (a combination of the carrier name and a service that is offered by the shipping company, such as ABC Shipping Company, Overnight Service) from the one that was specified when the order was created.
        Changing the total price of an order
        Use HCL Commerce Accelerator to change the total price of an order (for example, to compensate a customer for a delay in delivering an order) or to change the shipping charges.
        Editing an order level adjustment
        Administrators with roles of either a CSR, CSR Supervisor, Seller (Merchant), Operations Manager, or Logistics Manager can edit the adjustments that are applied to an order.
        Changing the payment options for an order
        To change the payment option for an order, such as adding, removing, or changing a payment method:
        Selecting another billing address for an order
        Use the HCL Commerce Accelerator to select a different billing address for a customer order than the one specified when the order was created. Depending on the terms stipulated in the customer's contract, you might not have the authority to change the billing address for the order, or create a new one. If so, then the information about the Billing Address page is read-only.
        Adding a comment to an order
        Use HCL Commerce Accelerator to add a comment to a customer order.
        Viewing comments added to an order
        Use HCL Commerce Accelerator to view the comments added to an existing order.
        Viewing an order summary
        Use the HCL Commerce Accelerator to view a summary of an order.
        Printing an order summary
        Use the HCL Commerce Accelerator to print a summary of an order, including products that are ordered, billing and shipping addresses, shipping and payment options, and any comments and price adjustments.
        Viewing the payment status for an order
        Use the HCL Commerce Accelerator to view the payment status for an order.
        Viewing the status of an order
        Registered customers can view the order status of their own orders, while the Customer Service Representative can view the status of all orders.
        Viewing invoices for an order
        Use HCL Commerce Accelerator to view invoices that are associated with an order.
      - Canceling an order
        A customer can call a Customer Service Representative (CSR) and request to cancel an order. The CSR then performs the cancel order function. A customer who wants to cancel an order before it is submitted can invoke the OrderCancelCmd command.
      - Creating an order for a business user
        Use HCL Commerce Accelerator to place an order on behalf of a business user.
      - Viewing personalized attributes for product in an order
        A product might have associated personalized attributes if it is part of an RFQ request for a B2B model. For example, a customer can specify a particular color combination for uniforms for a basketball team.
      - Viewing products released to a shopping cart
        Use HCL Commerce Accelerator to view the products that are released to a shopping cart created in the channel store site.
      - Managing payments
    - Business relationship management
      To customize what a customer can do in a store use the business relationship management system. By using this system, you can entitle customers to various aspects of a store such as what products they can purchase, the price they pay, and what payment methods a store accepts.
  - HCL Customer Service for HCL Commerce JSP stores
    HCL Customer Service for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Aurora storefront and enable a CSR to complete key tasks on behalf of a guest and registered customers for both B2B and B2C stores. Customer Service for HCL Commerce is offered for Enterprise edition.
  - HCL Customer Service Hub for HCL Commerce React stores
    HCL Customer Service Hub for HCL Commerce provides customer service enhancements that enable a customer service representative (CSR) to resolve common issues and capture orders. These capabilities are built into the HCL Commerce Reference Store application and enable a CSR to complete key tasks on behalf of guest and registered customers for headless stores that are built based on the Emerald and Sapphire reference stores. Customer Service Hub for HCL Commerce is offered for Enterprise edition.
- Integrating
  Topics in the Integrating category highlight the tasks that are commonly performed for using HCL Commerce in combination with other products.
- Administering
  Topics in the Administering category highlight tasks that are typically performed by the Site Administrator, to support daily operations of the HCL Commerce site.
- Customizing
  The topics in the Customizing section describe tasks performed by an application developer to customize HCL Commerce.
- Tutorials
  HCL Commerce provides many tutorials to help you customize and understand your HCL Commerce instance and stores.
- Samples
  Topics in the Samples category highlight the various samples that are provided with HCL Commerce.
- Compliance
  The following section describes how you can leverage HCL Commerce features and functionality to help your site be compliant with different privacy and security standards.
- Securing
  These topics describe the security features of HCL Commerce and how to configure these features.
- Performance
  Topics in the Performance section describe the means by which to plan, implement, test, and re-visit the optimization of HCL Commerce site performance.
- Troubleshooting
  Topics in the Troubleshooting section highlight common issues that are encountered with HCL Commerce, and how they can be addressed or mitigated.
- Reference
  Topics in the Reference section contain all of the HCL Commerce reference documentation.

Changing orders

Use HCL Commerce Accelerator to change order details such as the quantity of products, or the total price.

For stores that use ATP inventory, an order can be edited only after some items are released to fulfillment. Only items that are back ordered, and not released to fulfillment can be edited. You can change orders on behalf of customers only if the customer was the original creator of the order and has access to the order.

When a Customer Service Representative (CSR) searches for an order to change by using the Find Orders menu option, the change is made on behalf of the customer who created the order.
When a Customer Service Representative searches for an order by first searching for the customer, then clicking Orders, the change is made on behalf of the customer selected. The customer might not be the one who created the order.
If the customer who requests the order change does not have access to the order, the operation fails and an error message is displayed.

Notes:

A CSR is allowed to change the order only after all the outstanding payment actions are executed. If any outstanding payment actions are not executed, the 'change order' pauses while the system executes those payment actions, which force the CSR to wait. If a change order is initiated, the outstanding payment actions are given high priority and processed immediately, while the CSR waits.
Changes that you make to an order do not affect order items in states R, S, G, or H. Your changes apply to order items that are editable (not R, S, G, or H). However, charges that apply to the order (discounts, shipping charges and taxes) are recalculated based on current time when you edit the order. For example, you apply a fixed amount discount of $10. One order item ships and the customer receives a $5 adjustment. Then, you edit the order and the $10 fixed amount discount is reapplied. To compensate the customer, you can adjust the price or shipping charge. For more information see:
- Negotiated pricing
- Editing an order level adjustment

Table 1. Limitations of subscriptions and recurring orders in HCL Commerce Accelerator
	Recurring Order	Subscriptions
Parent order	Not viewable, editable, or modifiable	Viewable, editable, and modifiable
Child order	Viewable, editable, and modifiable	Not viewable, editable, or modifiable